Sr. Designated Support Engineer

An experienced Sr. Designated Support Engineer/Premier Support Engineer with a strong technical foundation and a passion for customer engagement. This self-motivated professional will demonstrate high commitment to both customers and internal teams, with excellent communication, project management, and problem-solving skills. In this role, the Sr. Designated Support Engineer/Premier Support Engineer will build and maintain close relationships with strategic customers, manage and prioritize critical issues, and ensure a high-touch, proactive support experience.

Summary:

An experienced Premier Support Engineer with a strong technical foundation and a passion for customer engagement. This self-motivated professional will demonstrate high commitment to both customers and internal teams, with excellent communication, project management, and problem-solving skills. In this role, the Designated Support Engineer will build and maintain close relationships with strategic customers, manage and prioritize critical issues, and ensure a high-touch, proactive support experience.

The impact you will have:

• Manage large strategic accounts to provide high-touch support experience
• Project manage all open support cases to expedite support ticket closure
• Facilitate customer correspondence with Engineering, Product Team, SMEs, and Accounts Teams to advance tickets toward resolution
• Directly engage on business-impacting situations and ensure recovery of functionality for the customer.
• Successfully engage with Senior Leadership, Technical and Functional staff to remove roadblocks, address delays and mitigate issues
• Effectively use sound business judgment, risk avoidance and SME resources to coordinate team efforts to solve problems
• Carry out regular reviews of customer cases to identify trends
• Champion and advocate for customers and chair roundtables to ensure close communication and relationship building with key stakeholders
• Drive customer self-sufficiency by ensuring customers understand how to engage with the Support organization and tools

What we look for:

• 5+ years of customer-facing experience as a Support Engineer, Technical Account Manager, DSE or in related areas
• Minimum 3 years’ experience designing and developing, testing, and sustaining Python/Java/Scala-based applications required
• Highly effective with project managing multiple tasks and work streams, driving them to conclusion
• Demonstrated analytical and problem-solving skills, particularly those that apply to a “Distributed Big Data Computing” environment.
• Excellent executive presence. You are an excellent communicator (written and verbal skills), with demonstrable customer communication and coordination efforts, and the ability to take complex technical ideas and translate them to non-technical stakeholders